Highest-to-date score indicates passenger satisfaction with airport experience is on the increase

Further investment in the terminal in 2018 will contribute to an even better passenger journey through MIA

Malta International Airport has ranked second among its European counterparts in Airports Council International’s (ACI) Airport Service Quality awards. This achievement gains further significance considering that last year the terminal was in a state of ongoing development through the company’s Terminal Reconfiguration Project, making the delivery of an excellent service a more exacting task.

ACI announced its 2017 winners today, following the rating of 343 airports worldwide by departing passengers travelling through them during the year. The Airport Service Quality (ASQ) awards seek to recognise airports whose services and facilities are deemed to be excellent by their customers.

Having placed with the top five European airports for the past nine years, Malta International Airport is no newcomer to these awards. However, last year’s overall passenger satisfaction score was its highest to date. This score bumped the airport up a place from 2016, where it is in a tie with Moscow Sheremetyevo (+40 million pax/year) and Porto (+10 million pax/year). The top spot in the European category was claimed by Sochi, a Russian airport welcoming over five million passengers annually.

“This is a most fitting reward for a team that puts a lot of effort into delivering an excellent service and finding new ways to enhance the passenger experience. Whilst we certainly worked hard for this accolade, the excellent result obtained exceeded our expectations, especially considering the added challenges construction works falling under our Terminal Reconfiguration Project presented throughout 2017. I would like to thank the MIA team and our stakeholders for overcoming these challenges through teamwork and a lot of dedication,” said Malta International Airport CEO Alan Borg.

2017 was, in fact, a pivotal year in terms of infrastructural development, with Malta International Airport unveiling a new La Valette lounge, relocating its Central Security Area twice, and constructing a new mezzanine level, whilst remaining fully operational and welcoming unprecedented numbers of guests. The many improvements brought about by the Terminal Reconfiguration Project seem to have eclipsed inevitable inconveniences, such as hoarded-off areas and noise, resulting from the same project, as suggested by the high scores registered in areas such as terminal ambiance, cleanliness and VIP lounges in the ASQ survey. The courtesy and helpfulness of airport and security staff also received very high scores in this survey.

Terminal reconfiguration works are now centred on the Check-in Hall, which will soon start operating with eight additional check-in desks, and the new Central Security Area. The project is on track to be completed by summer 2018 and is envisaged to put Malta International Airport in a better position to continue working towards its vision of being the best airport in Europe. Throughout the coming year, other significant investments including the replacement of terminal signage, the refurbishment of washrooms, and the installation of a new public announcement system will contribute to further improving the passenger journey through Malta International Airport.

“These winning airports have dedicated themselves to delivering a stellar customer experience, and ACI World proudly recognises the accomplishments of all airports in the global ASQ network,” said ACI World Director Angela Gittens.

About Airports Council International’s ASQ

ASQ is the only worldwide programme to survey passengers at the airport on their day of travel. Every year, the Programme delivers some 600,000 individual surveys in 41 languages in 84 countries. It measures passengers’ views of 34 performance indicators, including airport access, check-in, security screening, restrooms, stores and restaurants. The ASQ Programme also has a feature that facilitates sharing of best practices among airport operators.